Support Engineer - Tier 3

Remote: NA business hours
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Position Requirements

  • 5+ years’ experience in a Support related role with 2+ years’ experience as a support engineer, preferred in an enterprise software product
  • Experience working in Jira or comparable incident management tool
  • Working knowledge of any of the following: Java, .NET, C# or any other programming language
  • Working knowledge of SQL and DBMS
  • Working knowledge of Angular10
  • Proven ability to balance multiple priorities and communicate across organizational boundaries
  • Excellent analytical skills and ability to come up with solutions / workarounds to complex problems
  • Excellent written and verbal communication skills, combined with the ability to communicate with users at all levels and varying technical ability
  • Proactive, empathetic, team player who is responsive to customer needs and concerns

Desired Qualifications

  • Have attention to detail and deep understanding of support best practices
  • Had previous experience or knowledge of Configure Price Quote (CPQ) applications
  • Had previous experience with
  • Have these technical skills:
  • Web Services / API
  • Jenkins & Git
  • K8s and Docker
  • ELK / any log aggregation tool

Life as a Support Engineer

You will receive initial training to gain deeper knowledge of Veloce products and services. After that, your colleagues will onboard you to manage our Customer Support portal where you will help answer existing clients' support requests. You will be progressively introduced to different clients and the specifics of their setup before fully joining an account's support team.

Most of your time will be spent clarifying the issues raised, proposing potential solutions and working with the Veloce team to find the best possible option to help the client if the issue raised does not have a standard resolution. Usually support requests come from clients' system administrators who understand technical language

The best product to support is one that actually helps the client. We never miss our chance to follow up. At Veloce, you will be empowered to treat the client well and involve them at every step of the resolution.
Luigi Aditiarama
VP of Product

Ready to join the team?

If you think you could be a great fit for our team, then don’t hesitate and apply for the position right now

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